During the loan process, if someone is not doing their job right, what do you do?

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This question is looking for insight into your ability to balance team relationships against meeting goals and deliverables. Be sure to use the STAR format (Situation, Task, Action and Result), which will enable you to demonstrate your good judgment, diplomacy, and commitment to goals in action.

"I typically try to understand the reasons behind the poor performance and take action to help solve the problem. I recently had a situation where a coworker was significantly behind on her work which my work was dependent on. When I realized we were in jeopardy of missing a deadline, I approached her to see when she expected to complete the work. She explained that she was being asked to cover someone else's duties and had less time to meet our deadline. I offered to take on a few of her duties, and she agreed to explain to her boss why she needed to reprioritize. In the end, she and I were able to complete her backlog together and meet our shared deadlines. Of course these situations aren't always that easy to fix and if my typical method doesn't work and it's threatening my ability to succeed, I would escalate the problem rather than sacrifice the quality of work."

Anonymous Answer

"I try to find out the reason and understand the cause for it. I previously had a situation with my previous job where there was a 2-pack loan but for some reason, one loan was assigned to me and the other loan was assigned to another processor. I had my loan submitted for the underwriter to complete a final review for a clear to close. However, both loans were conditioned to close simultaneously. When I reached out to the other processor she was behind and her loan was not ready to be submitted and would not be ready until a few more days. I asked her if she was okay with having this loan reassigned to me so the expectations for the customer could be met and she was glad to have me take the loan since she was behind and overwhelmed. I was able to get the loan reassigned and everything completed to have it submitted for final review the next day. I obtained a clear to close from the underwriter on both loans. The customer was happy when I called to schedule closings for both loans."

Amanda's Feedback

Excellent answer! You've done a great job using a specific example to highlight your ability to identify the problem and develop and implement an effective solution. Sharing the positive outcome also shows that you're dedicated to putting the customer first and collaborating with others to make sure customer and business needs are met.